Services Supporting the Customer: Actor Constellations and Interaction Mechanisms

Ida Gremyr, Arni Halldorsson, Juliana Hsuan

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


This paper focuses on customer and user experience of advanced service offerings, focusing mechanisms such as e.g. feedback processes as a means to utilise and learn from users’ experiences. The purpose is to understand how servitization changes the constellation of actors in aftermarket value creation, and what mechanisms are needed for firms to exploit the interactions in these new constellation as a basis for service improvement and development. By studying two manufacturing firms offering advanced services, this paper points to changed actor configurations (both intra- and inter-organisational) and interaction mechanisms (existing and new) when transitioning to offering more advanced services such as “services supporting customers”.
Original languageEnglish
Title of host publicationProceedings of 27th Annual RESER Conference, 2017 : The Crucial Role of Services in Business and Cities Competitiveness
EditorsEstibaliz Hernandez, David Sanchez, Saioa Arando
Place of PublicationBilbao
PublisherMondragon Unibertsitatea
Publication date2017
ISBN (Print)9788469754122
Publication statusPublished - 2017
Event27th Annual European Association for Research on Services Conference. RESER 2017: The Crucial Role of Wervices in Business and Cities Competitiveness - Congress Center Euskalduna, Bilbao, Spain
Duration: 7 Sept 20179 Sept 2017
Conference number: 27


Conference27th Annual European Association for Research on Services Conference. RESER 2017
LocationCongress Center Euskalduna
Internet address

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